The HCL business philosophy is based on a customer-centric approach. Thanks to our Client Advocacy Program, customers can have direct point of contact for Workload Automation products, enabling them to create a strategic relationship with our technical, management, and executive leaders.
Our Client Advocacy Program is based on five fundamental points:
The customer’s role is to share with the Customer Advocate (CA) his business needs and strategies, communicate to the CA his expectations and product experience, and share their issues and requirements. The customer might involve the CA in company planning meetings to take advantage of his suggestions while defining the right direction according to the business needs. CAs do not replace the official channel of support but they can be a fast path inside the Lab organization.
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What is the Customer Advocate’s role?
The CA’s role is to facilitate the flow of information between customers and the HCL technical community.
By having regular interactions with the customer, CAs become aware of the customer environment. They learn of any issues or requirements, as well as understand customer business goals and strategies.
CAs are involved in planning sessions, migration/upgrade plans to provide assistance or help the customer support, services, and development teams to understand customer needs clearly.
CAs can lead technical sessions as “Ask the Expert”, Live Demos, Q&A sessions, and free discussions about features.
Whatever the customer wants to know about Workload Automation, the CA will help provide the answers.
Advocacy Program vs Paid Services
The Advocacy Program is a FREE service. This means that it does not replace standard support, lab service engagements, or other paid services.
We, as the Customer Advocates, don’t resolve PMRs or Cases, but we know the customer environment so we can help the customer support team to speed up the solution.
Although we are not service consultants, we can put the customer in touch with the right team so we can understand their needs together.
No more need of Critical Situation managers to solve the critical issues. No more need of dedicated developers. We are a channel to avoid the critical issues and drive customer satisfaction. We are Advocates for clients in HCL and Advocates for product with clients!
Here are some numbers that give you an idea of the effectiveness of the Client Advocacy Program.
70 of us are advocates for 150 customers:
If you are interested in joining the program, or you want to know something more about the Client Advocacy Program, drop us an email Ilaria and Clinton at email@example.com, firstname.lastname@example.org.